SAC on social media: is it worth investing?

[muskanislam25]

Customer Service, or SAC, is a space dedicated to receiving feedback from the public, suggestions, answering questions and solving problems. When structured strategically, it can be a powerful tool for building a community of people engaged with the company or brand.

Some companies, especially in the healthcare sector, only have Customer Service available on institutional websites, but in general, it is essential that this support is available on every digital channel, especially on social media.

What is SAC in the pharmaceutical industry?
Designed to be a consumer support tool, the SAC serves to strengthen ties in communication between customer and company. By creating this direct relationship on digital channels, pharmaceutical and life care companies can get closer to the public, whether they are healthcare professionals or patients, to understand their needs and offer personalized support.

The SAC became mandatory in pharmaceutical uruguay mobile phone number companies in 1998, according to Ordinance No. 802/1998 of the Ministry of Health. The requirement remains in place to this day, due to its importance for patient guidance, as it can be used as a channel for reporting suspected adverse reactions associated with the use of products.

In addition, SAC can also help HCPs and patients find general information more quickly, such as medication leaflets, possible side effects, drug interactions and other questions.

Can agencies provide customer service in the pharmaceutical industry?
It is common for pharmaceutical industries and life care companies to rely on partner agencies to work in the SAC. Therefore, it is essential that the agency is a specialist in health marketing , ensuring that the service teams have the knowledge to work with the activity.

Some of the fundamental knowledge for these professionals are:

training in pharmacovigilance;
knowledge of the HCP and patient journey;
mastery of advertising guidelines for medicines ;
knowledge about compliance .
Typically, each pharmaceutical company has its own pharmacovigilance courses and makes them available to partners, as well as creating unique processes, together with the agency, for monitoring and mitigating cases. All of these alignments take place in compliance with health legislation.

Is it worth investing in customer service on social media?
Customer service on social media can be very strategic for building a strong relationship with the public, since, by providing humanized service in digital spaces, pharmaceutical companies demonstrate care and concern for the public's well-being.

Furthermore, on social networks such as Facebook, Instagram and LinkedIn, customer service can generate trust and loyalty from the public, who feel valued and heard, regardless of the space in which they try to express themselves.

However, it is common for companies that provide life care to feel apprehensive about creating a page on social media, as these are open channels where people are free to interact with the brand 24 hours a day. Therefore, having a partner that specializes in health is important to ensure that support to the public will be in line with the requirements set forth by law.

Where to start customer service on social media?
Choose a health marketing agency
Agencies focused on health marketing have highly qualified professionals not only in marketing, but also in health guidelines and regulations.

Other features of the specialization are certifications in tools from the universe, which allow for greater agility and better results in projects, and specific training that ensures that professionals know how to act in contact with HCPs and the general public.

Conduct pharmacovigilance training with the team
To ensure safety with SAC on social media, before implementing any strategy, the first step must be to align pharmacovigilance training with the partner who will provide the service.

In general, a health marketing agency already has training in this area. However, as each pharmaceutical company has its own compliance guidelines , it is important that this training takes place so that everyone can ask questions and align expectations.

Receive a plan for crisis prevention and management
As social networks are open channels of communication, it is important to have constant monitoring in order to generate opportunities for the brand and minimize any possibility of risks and conflicts.

In this scenario, the Community Manager is a key player in this strategy. He or she will be responsible for mapping potential conflicts before they happen, to preserve the brand's reputation, create transparent relationships with the public, generate value and avoid crises.

As we mentioned at the beginning, investing in customer service on social media can be a promising strategy to increase business results and strengthen the brand in the market. The key point is to have reliable partners, experts in the field, with the assurance of positive results not only for the pharmaceutical company, but also for the health of the population.